SOI UAT Error Message "Internal Server Error"
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SOI UAT Error Message "Internal Server Error"


Article ID: 6780


Updated On:


CA Service Operations Insight (SOI)


When clicking on SOI console, you are getting an error "Internal Server Error".

Also the alerts are not getting published on the SOI console.

If you can find the following error message in ....\CA\SOI\SamUI\logs\soiuis-debug.log which is located on SOI UI server, then this KB article is applicable to you.

ERROR [DashboardSLAManager] slamanager.DashboardSLAManager.readHibernateforActive(423) - Hibernate error on SLO: 
org.hibernate.exception.JDBCConnectionException: Cannot open connection 
at org.hibernate.exception.SQLStateConverter.convert( at org.hibernate.exception.JDBCExceptionHelper.convert( 


Caused by: java.sql.SQLException: Unknown server host name 'hostname of database server'.


SOI 4.2


Please open a command prompt on SA manager/UI server, run the command

"ping <hostname of Database server>".

If the result shows the Database server doesn't respond to ping from SA manager/UI server,

it indicates that there are some communication issues between SA manager/UI server and database server which might be caused by Firewall setting or network issues.


Please fix the communication issue between database server and SA manager/UI server.

SA manager/UI server must be able to connect to the database server on port 1433 through JDBC connection.